IDEAS home Printed from https://ideas.repec.org/a/gam/jmathe/v10y2022i19p3642-d933986.html
   My bibliography  Save this article

Research on the Priority of Service Quality Index for Online English Teaching during the COVID-19 Pandemic: Dual Perspective

Author

Listed:
  • Yu-Yu Ma

    (School of Educational Science, Minnan Normal University, Zhengzhou 363000, China)

  • Jwu-Jenq Chen

    (Department of Interaction Design, Chang Jung Christian University, Tainan 71101, Taiwan)

  • Chia-Liang Lin

    (General Department, National and Kapodistrian University of Athens, GR-34400 Euripus Campus, 15772 Athens, Greece
    Department of Visual Communication Design, Huzhou University, Huzhou 313000, China)

Abstract

Online English education has become a very common way of educating and learning during the coronavirus pandemic. However, the weight analysis index for the service quality survey of the online English education industry remains a research gap during this period. Thus, this research implemented the analytic network process (ANP) to analyse the index, weight and ranking of online English teaching based on the service quality (SERVQUAL) questionnaire and compare the differences between the dual perspectives of service providers and consumers. Interestingly, this research found that the dimension of responsiveness was considered the most important by service providers. However, consumers deemed the dimension of assurance to be the most significant. Meanwhile, this study discovered that consumers paid more attention to reassurance and safety when they faced problems and transaction procedures during the coronavirus pandemic. In addition, this research found that dimensions utilised to evaluate the quality of online education service are similar whether in the COVID-19 epidemic or prior to the coronavirus pandemic. Thus, it has a certain reference value for evaluating the service quality of online English teaching through the use of dimensions and index weights in the SERVQUAL scale during the coronavirus pandemic. Finally, the findings of this research revealed weights of dimensions and indicators, thereby providing suggestions for maintaining good service quality within online English teaching during the COVID-19 pandemic.

Suggested Citation

  • Yu-Yu Ma & Jwu-Jenq Chen & Chia-Liang Lin, 2022. "Research on the Priority of Service Quality Index for Online English Teaching during the COVID-19 Pandemic: Dual Perspective," Mathematics, MDPI, vol. 10(19), pages 1-24, October.
    • Handle: RePEc:gam:jmathe:v:10:y:2022:i:19:p:3642-:d:933986
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2227-7390/10/19/3642/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2227-7390/10/19/3642/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Arfan Shahzad & Rohail Hassan & Adejare Yusuff Aremu & Arsalan Hussain & Rab Nawaz Lodhi, 2021. "Effects of COVID-19 in E-learning on higher education institution students: the group comparison between male and female," Quality & Quantity: International Journal of Methodology, Springer, vol. 55(3), pages 805-826, June.
    2. Patrick Zou & Jie Li, 2010. "Risk identification and assessment in subway projects: case study of Nanjing Subway Line 2," Construction Management and Economics, Taylor & Francis Journals, vol. 28(12), pages 1219-1238.
    3. Ka-Chi Lam & Mike Chun-Kit Lam & Dan Wang, 2008. "MBNQA-oriented self-assessment quality management system for contractors: fuzzy AHP approach," Construction Management and Economics, Taylor & Francis Journals, vol. 26(5), pages 447-461.
    4. Parkan, Celik, 1991. "The calculation of operational performance ratings," International Journal of Production Economics, Elsevier, vol. 24(1-2), pages 165-173, November.
    5. Saaty, Thomas L., 2006. "Rank from comparisons and from ratings in the analytic hierarchy/network processes," European Journal of Operational Research, Elsevier, vol. 168(2), pages 557-570, January.
    6. Bin Zou & Lulu Huang & Wulin Ma & Yuqing Qiu, 2021. "Evaluation of the effectiveness of EFL online teaching during the COVID-19 pandemic," SAGE Open, , vol. 11(4), pages 21582440211, October.
    7. Niemira, Michael P. & Saaty, Thomas L., 2004. "An Analytic Network Process model for financial-crisis forecasting," International Journal of Forecasting, Elsevier, vol. 20(4), pages 573-587.
    8. Chen, I-Shuo, 2016. "A combined MCDM model based on DEMATEL and ANP for the selection of airline service quality improvement criteria: A study based on the Taiwanese airline industry," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 7-18.
    9. Thomas L. Saaty, 1994. "How to Make a Decision: The Analytic Hierarchy Process," Interfaces, INFORMS, vol. 24(6), pages 19-43, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Jian Wan & Chia-Liang Lin, 2023. "Research on the Service Quality Index and Alternatives Evaluation and Ranking for Online Yue Kiln Celadon Art Education in Post COVID-19 Era," Mathematics, MDPI, vol. 11(6), pages 1-20, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Jian Wan & Chia-Liang Lin, 2023. "Research on the Service Quality Index and Alternatives Evaluation and Ranking for Online Yue Kiln Celadon Art Education in Post COVID-19 Era," Mathematics, MDPI, vol. 11(6), pages 1-20, March.
    2. Yu-Yu Ma & Chia-Liang Lin & Hung-Lung Lin, 2023. "Ranking of Service Quality Index and Solutions for Online English Teaching in the Post-COVID-19 Crisis," Mathematics, MDPI, vol. 11(18), pages 1-24, September.
    3. Chia-Liang Lin & Jwu-Jenq Chen & Yu-Yu Ma, 2023. "Ranking of Service Quality Solution for Blended Design Teaching Using Fuzzy ANP and TOPSIS in the Post-COVID-19 Era," Mathematics, MDPI, vol. 11(5), pages 1-28, March.
    4. Hongbo Jiang & Qigan Shao & James J.H. Liou & Ting Shao & Xiaosheng Shi, 2019. "Improving the Sustainability of Open Government Data," Sustainability, MDPI, vol. 11(8), pages 1-27, April.
    5. Jung-Jung Chang & Chia-Li Lin, 2023. "Determining the Sustainable Development Strategies and Adoption Paths for Public Bike-Sharing Service Systems (PBSSSs) under Various Users’ Considerations," Mathematics, MDPI, vol. 11(5), pages 1-30, February.
    6. Mohammed Al Awadh, 2023. "Assessing the Quality of Sustainable Airline Services Utilizing the Multicriteria Decision-Making Approach," Sustainability, MDPI, vol. 15(9), pages 1-19, April.
    7. Kirytopoulos, Konstantinos & Voulgaridou, Dimitra & Platis, Agapios & Leopoulos, Vrassidas, 2011. "An effective Markov based approach for calculating the Limit Matrix in the analytic network process," European Journal of Operational Research, Elsevier, vol. 214(1), pages 85-90, October.
    8. Ardalan Bafahm & Minghe Sun, 2019. "Some Conflicting Results in the Analytic Hierarchy Process," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 18(02), pages 465-486, March.
    9. Kheybari, Siamak & Rezaie, Fariba Mahdi & Farazmand, Hadis, 2020. "Analytic network process: An overview of applications," Applied Mathematics and Computation, Elsevier, vol. 367(C).
    10. Md. Raquibuzzaman Khan & Mohammad Jahangir Alam & Nazia Tabassum & Niaz Ahmed Khan, 2022. "A Systematic Review of the Delphi–AHP Method in Analyzing Challenges to Public-Sector Project Procurement and the Supply Chain: A Developing Country’s Perspective," Sustainability, MDPI, vol. 14(21), pages 1-20, October.
    11. Banai, Reza, 2010. "Evaluation of land use-transportation systems with the Analytic Network Process," The Journal of Transport and Land Use, Center for Transportation Studies, University of Minnesota, vol. 3(1), pages 85-112.
    12. Wen-Shiung Lee, 2013. "Merger and acquisition evaluation and decision making model," The Service Industries Journal, Taylor & Francis Journals, vol. 33(15-16), pages 1473-1494, December.
    13. Serhat Yuksel & Hasan Dincer & Senol Emir, 2017. "Comparing the performance of Turkish deposit banks by using DEMATEL, Grey Relational Analysis (GRA) and MOORA approaches," World Journal of Applied Economics, WERI-World Economic Research Institute, vol. 3(2), pages 26-47, December.
    14. Martin Eling, 2006. "Performance measurement of hedge funds using data envelopment analysis," Financial Markets and Portfolio Management, Springer;Swiss Society for Financial Market Research, vol. 20(4), pages 442-471, December.
    15. Yulian Zhang & Shigeyuki Hamori, 2020. "Forecasting Crude Oil Market Crashes Using Machine Learning Technologies," Energies, MDPI, vol. 13(10), pages 1-14, May.
    16. Saliha Anwar & Tayyaba Rafique, 2022. "Development Of Service Quality Scale In Online Higher Education," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 11(1), pages 53-62, March.
    17. Bhatta, Arun & Bigsby, Hugh R. & Cullen, Ross, 2011. "Alternative to Comprehensive Ecosystem Services Markets: The Contribution of Forest-Related Programs in New Zealand," 2011 Conference, August 25-26, 2011, Nelson, New Zealand 115350, New Zealand Agricultural and Resource Economics Society.
    18. Mustapha Djennas & Mohamed Benbouziane & Meriem Djennas, 2011. "An Approach of Combining Empirical Mode Decomposition and Neural Network Learning for Currency Crisis Forecasting," Working Papers 627, Economic Research Forum, revised 09 Jan 2011.
    19. Daniel Schatz & Rabih Bashroush, 0. "Economic valuation for information security investment: a systematic literature review," Information Systems Frontiers, Springer, vol. 0, pages 1-24.
    20. Sahar Validi & Arijit Bhattacharya & P. J. Byrne, 2020. "Sustainable distribution system design: a two-phase DoE-guided meta-heuristic solution approach for a three-echelon bi-objective AHP-integrated location-routing model," Annals of Operations Research, Springer, vol. 290(1), pages 191-222, July.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jmathe:v:10:y:2022:i:19:p:3642-:d:933986. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.